Office Procedures Chapter 6

The cover sheet of a fax should contain:

-Current date -total pages being sent, including the cover sheet -name, company, and fax number of the recipient of the message -name, company, address, telephone number, and fax number of the sender -subject of the document or message -special remarks as needed

Features for impaired callers include:

-Large-button phones -Headsets or speakerphones for hands-free operation -Speech amplifiers to make voices louder -loud bells and flashing light indicators to signal incoming calls

Follow these procedures when leaving messages for others on their voice mail systems.

-leave your name, telephone number, company, and a brief reason for your call -speak slowly and distinctly

Some of the voice mail features that may be used by companies include:

-long-term incoming message storage -message prioritizing -message forwarding -ability to broadcast recorded messages to multiple or all users of the system -creation of multiple greetings that can be selected as needed -ability to forward a voice message to email

If you find that you have trouble communicating because of an accent, several strategies can help you succeed:

-pronounce words correctly and enunciate clearly -speak slowly, but not so slowly that you insult or annoy the caller -avoid long words, complicated phrases, or long sentences -if you are unsure of any word's pronunciation, look it up in a printed or online dictionary

Follow these guidelines when dealing with difficult telephone calls:

-try to resolve the matter if possible -always present a helpful, positive, and sincere attitude -remain outwardly calm, and do not display defensive behavior

Most common features of Fax Machines:

A. Store-and-forward capability B. Automatic dialing and redialing if the receiving number is busy C. Automatic answering ALL OF THE ABOVE!

call block

Restricts callers from making toll calls or calls for which an extra charge is made

_________________ and ________________ are popular programs used to hold web conferences.

Skype and Zoom

telephony

The integration of computer and telephone technologies.

____________________ users can also send instant messages, share files, and record the conference for viewing at another time.

Web conferencing

automated attendent

a computerized system for handling telephone calls

modem

a conversation device for digital and analog data

smartphone

a device that combines the features of a handheld computer and a mobile phone

hold

a feature that allows a telephone caller to remain connected but waiting for the other person to come back on the line.

voice mail

a messaging system that uses computers and telephones to record, send, store, and retrieve voice messages

VoIP

a service that allows users to make telephone calls using high-speed internet connection

If you do not know the answer to the question, ___________.

admit it

_____________ should use proper techniques when answering or pacing calls.

all office workers

Direct-dial calls

also called station-to-station calls, are those placed withot the assistance of an operator.

Even though you may not be seen by the person with whom you are speaking, your ______________ is reflected in your speech and tone of voice.

attitude

Your voice, pronunciation, grammar, and vocabulary, as well as your ___________, contribute to the impression you make when using the telephone.

attitude

Do not communicate ________ news or __________ statements in the voice message.

bad, negative

participating in a conference call requires the use of your ___________________.

best communication skills

Most VoIP providers offer features such as ____________________________.

caller ID, call waiting, and voice mail at no added charge.

When you enunciate effectively, you pronounce words ____________ and _____________.

clearly and distinctively

The telephone plays a key role when _______ at work.

communicating

videoconferencing

communicating with people at two or more locations using two-way voice and video data.

You are the ________.

company

In a web conference, people communicate using private _________________________.

computer networks or the internet

screen calls

determine who is calling and the purpose for the call

Electronic data that can be read by a computer are in _____________ form

digital

______________ have made telephone communication much easier for people who have hearing, vision, or speech difficulties.

digital phones

Handling incoming telephone calls require skill in proper telephone techniques and ___________ procedures.

effective

Person-to-person calls

expensive type of operator-assisted calls.

Digital signals can transmit large quantities of data at a much ___________ than analog signals.

faster speed

If possible, always answer the telephone after the _______ ring.

first

If you are getting another call, ask the _________ caller if you may put them on hold. Then answer the second call.

first

clear and courteous communication is always your goal. Avoid using trendy slang expressions in ____________ business communications.

formal

When a caller is on hold, check back ______________;

frequently (every 30 seconds)

You must place another caller on ________ while you answer another call.

hold

Screening can save you and the caller time, because you may be able to help the person yourself or transfer the call ______________ to another person.

immediately

When using your voice mail system:

include your name, department, and other necessary information.

If you are at your desk, and there is no one in your office NEVER _____________________________.

let voice mail answer

directory

list of items, such as names and corresponding telephone numbers

The tone of your voice refers to the changes in pitch used to emphasize words and get your meaning across to the _____________.

listener

A disadvantage of using a VoIP is that service may be _________ during a power outage.

lost

specialized long-distance calls:

more expensive than those you dial directly.

When preparing for any call, confirm the ________ and ________ of the person you are calling.

name and number

white pages

part of a telephone directory with an alphabetical list of names and related telephone numbers

yellow pages

part of a telephone directory with names and related telephone numbers arranged by subject headings

Always ask _________ to place a second caller on hold while you complete your conversation with the first caller.

permission

follow your companies _______ regarding making or receiving personal calls.

policy

using proper telephone techniques will help you make a ___________ impression.

positive

Occasionally, you may receive calls from persons who are angry, unreadable or demanding. When this happens, you must control yourself and remain __________________.

professional

Answer all calls __________ and _____________.

promptly and pleasantly

Mobile phones use ______________ to transmit data.

radio waves

toll-free

requiring no payment

________ play an important part in worldwide telecommunications systems.

satellites

An advantage of using a VoIP is that it can help a business ________________.

save money

call forwarding

send calls automatically to another telephone number

Check your voicemail __________ times a day.

several

avoid the use of _________ or regional expressions that may not widely known or understood, ESPECIALLY if the call is a international one.

slang

dialect

speech patterns or vocabulary used by people from a specific area or group

facsimile

technology used to send images (text, photographs, and drawings) using telephone channels

Telecommuting

the electronic transfer of data over a distance

a geographical region that has the same standard time

time zone

Elements of your voice that you must pay attention to include _______, ________, and ____________.

tone, pace, volume

VoIP providers offer plans that allow ______________ local and long-distance calls to anywhere in the United States for one set fee.

unlimited

Strive to improve your professional and personal _______________.

vocabulary

When you talk on the telephone, all you have to convey is interest and courtesy in your ____________.

voice

VoIP stands for:

voice over internet protocol

Telecommunication can be in form of:

voice, video, text, or images.

Video conferences, sometimes called ____________, may also be conducted by computer.

web conferences

Mobile phones use _______________ to transmit data across geographic areas called cells.

wireless, radio frequencies